MINNEAPOLIS, MN OCTOBER 18-21 MASFAA: TIME TO REFOCUS Your Personnel Your Personnel Training – Training – Proven Techniques that Proven Techniques that Work Work Michelle Stipp Manager of Policy and Training DeVry University
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Your Personnel Training – Your Personnel Training – Proven Techniques that Proven Techniques that WorkWork
Michelle StippManager of Policy and Training
DeVry University
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
AgendaAgendaWhy is training important?Assessing the needs of your
team.Developing the content.Delivering the material.Choosing the format.Measuring success.
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Why is training important?Why is training important?Your team is your greatest asset.Help you “do more with less.”Provide a path to student
satisfaction.Assist in compliance and
consistency.Identify and develop your
successor.
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Assessing your teamAssessing your teamEvaluate your team to determine
where the gaps are◦Financial aid knowledge?◦Customer service?◦Technology?
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Content for New HiresContent for New Hires
DV
Technology
Customer Service and Soft Skills
Student Finance
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Content for Seasoned ProsContent for Seasoned Pros
DV
Technical
Customer Service and Soft Skills
Student Finance
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Student Finance Student Finance Something You Should Know…Something You Should Know…
DV
Technical
Customer Service And Soft Skills
Student Finance
• Overview of Aid Programs• Scholarships / Grants• FAFSA / PINs• Lenders / MPNs• Initial Contact• Financial Aid Advising• Loan Entrance / Exit Counseling• Loan Default Remediation• Making A Payment• Holds• Disbursements / Refunds• COLL148/PSYC 307• Tuition• Return of Title IV• Packaging / Cost of Attendance• EDUCARD®• Verification• Affordability• Unique Population Needs (e.g.,
HS, Military, International, etc.)
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
What resources do I have?What resources do I have?NAFSAA CORE Materials -- $200/$500IFAP – FSA Coach
◦Post Assessments with Certificate of Completion
USA Funds – Online University◦Pre and Post Assessments
TG – Financial Aid for Rookies (FAR)◦Final Quizzes
EdFund – eLearning Modules
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Still more resources…Still more resources…Conferences
◦Review posted hand-outs for materials
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Customer Service and Soft Customer Service and Soft SkillsSkills
Something You Should Do…Something You Should Do…
• Super Service• Phone Etiquette• Escalation Paths• Building Trust / Rapport• Retention / Resumes• Sales / Selling• Call Monitoring / Quality• Consultative Interactions• Dealing With Irate / Difficult People• Listening Skills• Problem Solving• Managing Phone Interactions• Documenting Contacts
DV
Technical
Customer Service and Soft Skills
Student Finance
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
What resources do I have?What resources do I have?Conference sessionsAsk your Human Resources
DepartmentChat with your friends in
Admissions USA Funds Webcasts
◦January-February 2010Find a good book
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Customer ServiceCustomer ServiceBooks:Customer Service in Financial AidSuper Service by Jeff GeeInside the Magic Kingdom by Tom
Tom Tom ConnellanVideos:“FISH! Philosophy”“Simple Truths of Service”“Give ‘Em the Pickle”
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Technology SkillsTechnology SkillsSomething You Should Use…Something You Should Use…
• Phone Usage• Taking Inbound Calls• Making Outbound Calls• PC / Network Logon’s• Knowledge Base• Online Budget Worksheet• ProSAM• OSS• OSCAR• ELM• NSLDS• RightNow• Email
DV
Technology
Customer Service And Soft Skills
Student Finance
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Tools for Technology SkillsTools for Technology SkillsWho are your Subject Matter
Experts?Training materials from providers
◦NSLDS, ELM, Banner, Datatel, etc.◦Possible conference sessions
Leverage the knowledge of other campus departments◦Information Technology, Telephony,
etc.
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Institutional KnowledgeInstitutional KnowledgeSomething You Should Something You Should
Understand…Understand…• Intro to DeVry• DeVry Vision & Values• Organizational Structure• DeVry Admissions Process• DeVry Student Finance Process• Our Students• Registration • Programs• Plans of Study• Terminology
DV
Technical
Customer Service And Soft Skills
Student Finance
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Institutional KnowledgeInstitutional KnowledgeYour school’s websiteYour catalogOther departments
◦Admissions, Academics, Student Affairs?
What is important for your staff to learn?◦Mission, History, Structure, Values,
Students?
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
““As Needed” Training As Needed” Training TopicsTopicsRegulatory UpdatesFAFSA UpdateFinancial LiteracyPolicy and Procedure UpdatesWhat else….
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Scheduling the TrainingScheduling the Training
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Making Time When There Making Time When There Isn’t AnyIsn’t AnyStudent Traffic PatternsDivide and ConquerLunch and LearnStaff Meetings
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
How DeVry Does ItHow DeVry Does ItNew Hire Training – 2 weeksOpportunity Training – 1 weekCampus Visits – 3-4 days
“As needed” trainings via webinar◦Typically four sessions to cover all
time zones
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Delivering the MaterialDelivering the Material
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Choosing the FormatChoosing the FormatOnline trainingOne on oneGroup sessionShadowingGuest speaker
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
How DeVry Does ItHow DeVry Does ItOnline pre-training materialsTrainer-led sessions in a
classroomHands-on training for systemsDVDs for customer service
Webinars
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Keeping it interactive and Keeping it interactive and FUNFUNRole Plays
◦Customer Service/Institutional KnowledgePB and J
◦Customer ServiceScavenger Hunt
◦TechnologyPolicy Search
◦Student Finance KnowledgeTV Game Shows
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Measuring SuccessMeasuring SuccessTest on training content
◦Pre and PostInspect what you expectRecord and critiqueEnd of training surveys
◦Participant and Manager
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
What questions do you What questions do you have?have?
MINNEAPOLIS, MN OCTOBER 18-21
MASFAA: TIME TO REFOCUS
Contact InformationContact InformationMichelle [email protected]